GP Practice Call Handler/Receptionist Full or Part Time

at  The Lakes Medical Practice

To answer phones to incoming calls in a timely, polite, and patient focused manner To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS. On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality. Identify callers requiring an immediate emergency response and escalate the calls to clinical team as per protocol. To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator Deal with patients enquiries in relation to results, and book appointments when required Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act Advise the Team Leader of any problems and take appropriate action as directed Contribute to the continuous improvement of service provision communicating service user feedback to the Team Leaders where appropriate To ensure that at the end of shift working areas are left clean and tidy To perform any other relevant duties that may be dictated by the changing needs of the service To provide ad hoc Receptionist cover Participate in practice meetings, in training and other activities Processing requests for appointments, visits and telephone consultations, and ensuring patients are directed to the appropriate healthcare professional Processing and distributing incoming (and outgoing) mail.
Taking mail to the post office. Taking messages and passing on information Provide and receive routine information, to inform work colleagues, patients and clients Receive sensitive information and ensure this information is relayed correctly Exchange information with patients, relatives and staff on a variety of departmental matters and procedures Understand that barriers to communication may include anxious patients, cultural differences, language or other communication difficulties Participate in team meetings and staff training, which may fall outside of normal working hours (Time will be paid for attendance at normal hourly rate) Work collaboratively with colleagues both internal and external to the practice. Ensure collaborative working within the practice and the locality to share good practice and make best use of skills and knowledge Help support locality/PCN initiatives at practice leve

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